There is no option to talk to someone

There is no option to talk to someone. You get connected to a bot and then just sit and wait. I have waited over an hour before. Eventually when getting through to an agent, you still cannot talk to someone, its all via text and the agents then multitask between multiple customers. You answer and then wait. they are not dedicated to one person to help with the issue or query and then move to the next customer. They jump between multiple customer. This is very evident as they ask a question and you answer because I am having a session with just them so I am focussed. When they next come back to you, they sometimes ask the same thing again and are not focussed on one conversation. In my frustration I asked for an escalation and for a manager call back. I was told this would take 48 hours, I am still waiting and its over a month. I logged a second request with them for a manager call back yet again I am still waiting, a week later.